Anyone With Recent Issues With BBQ Guru Customer Service?
Just curious if anyone has been having any issues recently with BBQ Guru customer service. I've submitted a ticket via their support portal 2 weeks ago and notwithstanding the auto response stating that "A support representative will be reviewing your request and will respond within one business day" and leaving two voice mails, I'm still unable to get anyone to respond.
Very disappointed and frustrated as I've used their products for years and this is the first time I've run into a problem with a controller.
I have a BBQ Guru product but don’t recall needing any service. But I have noticed a lag in service with my Smobot. It isn’t what I would call bad, but isn’t quite attentive as it was when I first got the product. Certainly I haven’t had your experience. I am guessing that many of these places have either outgrown their ability to service customers or with inflation they have had to cut back staff. I know unresponsive service is frustrating.
Just providing an update to this - I was finally able to get in contact with a customer service representative a couple of days ago. She was very apologetic and acknowledged that they dropped the ball in taking so long to get back to me. She provided a shipping label to return the controller and BBQ Guru will be either fixing or replacing it. I appreciated that as I'm from Canada and international shipping isn't cheap.
Hopefully the back up controller that I ordered (another Ultra Q) won't have any issues. It's been over two weeks since my cooker has been down and I'm starting to have serious withdrawal symptoms!
This has been on my mind the past couple of weeks as well. I ordered a Pit Viper on January 1 and received the automated email confirmation of my order immediately. Since then... crickets. No tracking number or anything at all. I submitted a ticket about this about a week later, and nothing. I have tried calling the customer service number a couple of times and could never get through.
The weird thing is I had bought an adapter for my OKJ Bronco Pro awhile back and it wasn't going to work. I emailed customer service and they quickly sent a replacement under warranty, and I was totally satisfied with the response, all while Hurricane Helene was bearing down on them in Florida at the time.
Last edited by Steve R.; January 23, 2025, 01:19 PM.
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